Results for the 2008 Southern Cross Customer Satisfaction Survey are in and we are still rated the clear number 1 in the Asia Pacific region. Our satisfaction rate is very high (78%) but a bit down on last year but some areas improved their rating (e.g. Pricing (é12), and our Website (é9)).
Southern Cross’s overall satisfaction rating for our seventh survey had 78% of customers rating our overall performance as very good or excellent. While this was a small 3% drop on the 2007 results our overall ‘excellent’ rating rose from 26% in 2007 to 38% this year, more than double our first survey rating in 2002 of 15%.
Our customers still rate our performance well above other cables systems in Asia Pacific region.
The survey was carried out via telephone interviews by the international research firm The Nielsen Company over the period of April and May 2008.
Customers were asked to rate Southern Cross on seven key drivers of overall satisfaction including Cable Performance, Client Servicing, Products, Operations and Maintenance, Activations and Assignment, General Communications and Pricing Structure. Customers were also asked what improvements Southern Cross could make that would make a real difference to them.
Company president Fiona Beck said “I am pleased that we have maintained our industry leadership and high level of overall rating. But some small declines have got my attention for ongoing improvements in the way that Southern Cross performs its important responsibilities on a day to day basis. We are now analysing the results in some detail to extract messages to support out improvement program”.
A detailed summary of the 2008 survey will be available to Southern Cross customers in the Customer Section of the website shortly.
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